IT Support Engineer - 2nd Line (Field & Remote)
Role details
Job location
Tech stack
Job description
We are looking for an IT Support Engineer - 2nd Line (Field & Remote) to join our growing support team.
This role acts as a key bridge between 1st Line Support and senior technical teams, resolving more complex technical issues and ensuring our customers receive fast, effective, and professional IT support.
You will work both from our Peterborough office and on site, supporting a range of client environments and contribute to improving our support processes.
This is an excellent opportunity for someone who enjoys technical troubleshooting, customer interaction, and developing their engineering skills within a fast paced MSP environment.
Customer Focus
This role will primarily support a key strategic customer, providing both remote and on site technical support as required. The successful candidate will develop a strong understanding of this customer's environment, systems, and operational requirements to ensure efficient issue resolution and a high level of service delivery.
In addition to supporting this key customer, the engineer will also assist with technical support for other customers within The HBP Group managed services portfolio, helping to resolve escalated issues and maintain consistent service standards across multiple client environments.
Maintaining strong customer relationships, managing expectations effectively, and delivering clear communication will be essential to ensuring a positive customer experience., Technical Support
- Resolve escalated technical issues from the 1st Line support team
- Provide remote and on-site support for client IT environments
- Diagnose and resolve issues across systems, networks and applications
- Escalate complex problems to senior engineers when required
Ticket & SLA Management
- Manage and update tickets through the service desk platform
- Ensure incidents and requests are handled within agreed Service Level Agreements (SLAs)
- Maintain clear documentation for troubleshooting and resolution
Field Engineering
- Attend customer sites when issues require on-site support
- Deliver professional support while following client security policies
- Assess whether issues can be resolved remotely before scheduling visits
Documentation & Knowledge Sharing
- Create and maintain technical documentation and knowledge base articles
- Share knowledge with colleagues to improve team capability and service delivery
Continuous Improvement & Automation
- Identify recurring issues and recommend improvements to processes
- Support initiatives involving automation and AI-driven service improvements
- Contribute ideas that improve service quality and operational efficiency
Security & Compliance
- Promote security best practices across customer environments
- Ensure all changes follow internal change management procedures
- Challenge unsafe or non-compliant requests from third parties when necessary
- Maintain awareness of industry security standards and compliance requirements
Monitoring & Alert Management
- Monitor infrastructure alerts using RMM and monitoring systems
- Investigate alerts promptly and take corrective action where required
Customer Education
- Provide guidance to customers to help prevent common IT issues
- Explain resolutions clearly and encourage the use of appropriate support channels and resources
Technologies You'll Work With
In this role you will support a range of modern IT environments across our customer base. Typical technologies include:
Microsoft Technologies
- Microsoft 365 (Exchange Online, SharePoint, Teams)
- Microsoft Entra ID / Azure Active Directory
- Intune / Endpoint Management
- Windows 10 / Windows 11
- Windows Server environments
- Microsoft Defender security stack
Cloud & Infrastructure
- Microsoft Azure
- Virtualisation platforms (Hyper-V / VMware)
- Backup and disaster recovery solutions
- Identity and access management
Networking
- Business-grade networking and firewalls
- Cisco Meraki networking solutions
- VPN connectivity and remote access technologies
- Network troubleshooting and diagnostics
Support & Management Tools
- Remote Monitoring & Management (RMM) platforms
- Service desk / ticket management systems
- Remote support tools
- Monitoring and alerting systems
Engineers will also have the opportunity to contribute to automation initiatives and AI-driven support tools to improve efficiency and service quality.
Requirements
Essential
- Right to work in the UK
- Full UK driving licence
- Willingness to attend customer sites regularly, including Heathrow
- Minimum 2+ years experience in IT technical support or service desk environments
- Strong troubleshooting and problem-solving skills
- Experience using remote support tools and ticketing systems
- Excellent communication and customer service skills
- Strong organisational and prioritisation abilities
Certifications
Essential
- Microsoft Associate Certification (MD-102 or MS-102) or equivalent
Desirable
- Microsoft Azure Administrator (AZ-104)
- Microsoft Identity & Access (SC-300)
- Cisco Meraki Certification
Benefits & conditions
We know that having a fantastic work life isn't all about bean bags and pool tables, so all of our benefits are designed to make a real difference. We've put a lot of work into making The HBP Group an amazing place to work; part of that is our benefits package. Here's just some of the things we offer to our team. Don't hold your breath to read all of these, because there's a lot.
Hybrid Working
Our hybrid working offers the best of both worlds; the option to work from home but also time spent with your colleagues in one of our offices.
Flexible Working Hours
Our working week is just 35-hours and you have the option to choose the start and end time of your working day, around our office hours (8am - 5pm).
Head, Boobs and Balls
We offer free (and anonymous) mental health counselling and if you ever have concerns about your boobs or balls then we pay for a private consultation.
Wellness Days
Every quarter we hold a wellness events, providing support, guidance and help on a key topic that we believe contributes to a healthy and happy life.
Supporting Your Health
To support your health, and the additional costs of some healthcare, we provide everyone with the option of the Health Shield app.
28-Day Holiday Allowance
Our holiday allowance goes way beyond what most companies offer. You get 28 days, plus bank holidays - that's at least 36 days off a year.
Annual Bonus
Without doubt Christmas is one of the most expensive times of the year. That's why we offer a Christmas bonus scheme, paid to you in November.
All Stars Club
The All Stars Club is an annual reward which is voted for by every member of The HBP Group. Winners are treated to an all-inclusive break as recognition.
The 200 Club
To recognise over achievement in the BD team, we offer an all-inclusive break to any person who hits the relevant criteria over the course of the year.
Enhanced Maternity Leave
Motherhood is certainly no walk in the park, which is why it's important to us that our mothers feel supported; and why offer enhanced maternity pay.
Enhanced Paternity Leave
To support the new dads, we offer an enhanced paternity package that provide 2 weeks' full pay at the most special of times.
Enhanced Adoption Leave
We endeavour to ensure everyone is given support and encouragement before, during and on their return to work from adoption leave.
Leave to Say Goodbye
Sadly, some of you will lose loved ones during your time with us. So we offer 5 days' 'to say goodbye' leave (and compassionate leave), on full pay.
Looking After Dependents
Most of you will have caring responsibilities, so we provide 2 days in a rolling 12-month period, paid at full pay to look after dependents.
Tailored Training Plans
To carry out your role there will be knowledge and skills you need to master. So, we provide every member of staff with a tailored training plans.
Personal Development Plans
To progress yours skills beyond your immediate job requirements, we'll either fund specific courses to study inside or outside of work, if you'd like.
Yep, there's more
No, seriously!
The HBP Group Staff Discount
To support both our staff and local businesses, we've built our own discount scheme with a combination of local businesses and our customers.
Free Food
Every day, we provide a meal to every member of our team who would like one completely free of charge - helping save over £1,700 a year!
Holiday Sell-Back Option
Whilst we like everyone to have a well-earned rest throughout the year, we do offer the option to sell up to 5 days of your annual leave.
Long-Service Awards
As recognition of long-service, we reward anyone that has worked for us for 5, 10, 15, 20, 25 or 30 years (and no doubt more in the future).
The HBP Group Wardrobe
To help everyone look sharp at the office we provide all of our staff with a selection of clothing from The HBP Group Wardrobe.
Bi-Annual Appreciation Parties
Twice a year, we feedback to everyone about our performance and have a good ol' knees up. Great chance to catch-up with colleagues.
Themed Office Activities
We don't need much of an excuse to host a barbecue when the sun comes out, but we also have mini celebrations throughout the year.
Staff Referral Scheme
If a person you recommend joins and passes their probation, you get 3,000 big ones added to your next payslip. That's right, £3,000!
Pension Scheme
Our pension scheme provides those that are eligible with a pension, that has a matched contribution of up to 4% available from us too.
Environmental Policies
A robust ESG plan in place, focussing on 3 key areas: good health and wellbeing, decent work and economic growth and climate action.
Colourworks
We use a psychometric testing to help you, our managers and your colleagues adapt behaviours, to get the best out of each other.
Penny For Your Thoughts
Each year, we ask you to spend some time with one of our leadership team to provide your honest opinions about the business.
